Sea Logistics Customer Care Manager

How you create impact

• People & Team Management
  • Conduct regular conversations with all direct reports to ensure traction on performance and development goals.
    
  • Hold daily and weekly stand-up meetings to identify and resolve business issues.
    
  • Lead business and performance reviews (KPIs) with customers, along with implementation initiatives.
    

• Customer Onboarding & Relationship Management
  • Ensure best-in-class customer onboarding and relationship management.
    
  • Directly manage Key Account(s) according to agreed targets, goals, and company guidelines.
    
  • Conduct regular and structured customer review sessions, focusing on continuous improvement, innovation, and alignment with customer strategy.

• Operational Excellence & Process Improvements
  • Drive continuous improvement of processes and controls across operations & ensure compliance of key deliverables against committed service levels.
  • Manage customer complaint handling and service recovery to uphold consistent delivery and fulfill customer promises.
    
  • Anchor the usage and enhancement of CCL core systems and drive customer adoption of the digital ecosystem.
    

• Data, Systems & Reporting
• • Ensure complete and accurate customer contact data, service data, and updates in internal systems, including reporting for SME customers.
    
  • Create and maintain performance dashboards for visibility, monitoring, and analysis.
    
  • Create and update Standard Operating Procedures (SOPs), Work Instructions (WIs), and templates, ensuring they are stored in a shared environment and adhered to.
    

• Commercial & Stakeholder Management
  • Negotiate customer rates in alignment with Business Units (BUs), ensuring rate sheets are documented and maintained.
    
  • Collaborate with internal stakeholders to support business requirements.
    
  • Ensure account plans are developed and signed off by the respective stakeholders.

What we would like you to bring

• Seeking for a highly experienced Sales Manager or National Key Account Manager with a strong background in sales and operations, ideally within export-driven sectors
• This is a people management role requiring strong team leadership and stakeholder engagement.
• Demonstrates sharp business insight and a proactive, solution-driven approach.
• Well-versed in the Singapore customer landscape, with the ability to navigate local market dynamics.
• Deep understanding of operational processes to ensure effective customer communication and relationship management.
• Capable of segmenting and managing diverse business categories to drive targeted growth.
• Experienced in leading project implementations and customer onboarding initiatives with precision and efficiency.

What's in it for you

As an employer, Kuehne+Nagel stands for equal opportunity and we are committed to diversity in our teams with regards to people with disabilities. We believe that you can make a valuable contribution to Kuehne+Nagel and look forward to receiving your application.